MODULE 4

Introduction to business letters ., – writing routine and persuasive letters ., – positive and negative
messages.,- writing memos .,– what is a report purpose, kinds and objectives of reports
- writing reports

ESSENTIALS OF BUSINESS LETTERS

Promptness
Appropriateness
Accuracy
Completeness, Clarity
Conciseness
Knowledge of subject
Courtesy
Tactfulness
Persuasion
Salesmanship
‘you’ attitude
Positive, pleasant approach

Letters are of two types:

Personal :- Informal, friendly, between friends and relatives
Non-personal:- formal, business letters

Business Letters:
(A)
1. Enquires & Replies
2. Orders & Executions
3. Complaints & Adjustments
4. Collection Letters
(B)
1. Circular letters
2. Sales letter
(C)
1. Bank Correspondence
 2. Insurance
3. Import – Export
4. Agency Correspondence
(D)
1. Application letter
2. Interview, promotion, resignation, retrenchment, reference letter
(E)
1. Correspondence to company secretary, state & Central government
(F)
1. Letter to the press

LAYOUT OF LETTER :
the letter layout consists of three components

1) PHYSICAL APPEARANCE
Stationary
Typing
Margins
Continuation Sheet
Folding of letter
2) MECHANICAL STRUCTURE
Inside address
Salutation
Body / Text
Complementary close
Signature
Ref. Initials
Enclosures
3) STYLE/FORM PUNCTUATION
Full Block
Semi – Block
Hanging indentation
FORMAT FOR BUSINESS LETTERS

Business –writing situations

Routine claim letters and their ‘yes’ replies

Routine requests and ‘yes’ replies

Routine requests for credit information and ‘yes’ replies

Routine order letters and ‘yes’ replies

Routine claim letters

Claim-Demand or a request- refund, payment for damages, replacement, exchange

Persuasive claims

Routine claims

Writing Routine Pleasant Letters

‘Good news’ letters- please the receiver

Neither please nor displease but interesting- ‘routine letters’

Types of Routine Replies

Making Routine Requests

Routine, Good-News, and Goodwill Messages

Opening – States main idea /pleasant news directly

Body – Provides necessary details/explanations

Close – Uses a cordial tone that emphasizes good news or states a desired action

Persuasive Messages

Persuasive Messages

Indirect approach is used when your audience resists the message.

You must capture your audience’s attention before you can persuade them.

The opening tells the reader of possible benefits.

The body builds interest in the subject, creates a desire to comply, and introduces the main idea.

The cordial closing requests action.

Types of Routine

Bad-News Messages

Refusing information

Refusing invitations and other requests

Giving bad news about orders

Refusing claims and requests for adjustments

ENQUIRES & REPLIES

When buyer wishes to get some information about the goods to be purchased or about the terms
of sale

Can be solicited, unsolicited, routine enquiry, enquiry for same favour

Do’s for drafting a enquiry letter:

Purpose of the letter should be stated

Request has to be made

Ask for catalogue, demo, price

Tell the seller how you got his name

Ask about the terms & conditions

Letter should be to the point, accurate, clear, complete

Avoid lengthy, unnecessary statements

__________________________________________________________________________
ENQUIRY LETTER (example)
MODERN FURNISHERS
th
45, 5 cross, Ravivar Peth, Belgaum
24th Dec 2007
M/S J.S.R. & Co
1st Cross, Vidhya Nagar
Hubli
Dear Sir,
Sub: price catalogue and other details of home furniture.
Please send us your latest illustrated catalogue and price list of ‘Home Furniture’.

Thanking you
Yours truly

Sathya
Manager
REPLY LETTER (example)
M/S J.S.R. & Co
1st Cross, Vidhya Nagar
Hubli
28th Dec, 2008
Manager
Modern Furniture
45, 5th cross, Ravivar Peth,
Belgaum

Dear Sir,
Sub: Your enquiry letter dated 24th Dec 2008
Thank you for the enquiry of 24 Dec,2008. we are glad to enclose the illustrated Catalogue and price list of
‘Home Furniture’ Our furniture is made of high-gauge steel sheets and pipes and is designed to suit the
‘luxury class’ customers.
Our normal trade discount is 15%, and 5% extra for bulk orders exceeding Rs.60,000/-. The catalogue and
price list will describe our products to you to your entire satisfaction. However, if you need further details
or assistance in meeting your customer’s special Requirements, you should feel free to write to us.

Thank you
Yours truly
( J.M. Shaym )
Proprietor
Encl: 1. catalogue
2. price list
REQUEST LETTER (example)
MOTAWALE CONSTRUCTIONS
# 5, Bunk Road, Bangalore
20th Dec 2008
M/S. Calcutta Aluminium Co. Ltd.,
Calcutta

Dear Sir / Ma’am,

Sub: Details reg. Aluminium screws and fittings vide your advt. ‘the Industrial Times’
of the 18 Dec08
We read with interest your advertisement in ‘the Industrial Times’ of the 18 Dec08,and are impressed by
the description of aluminium screws and fittings made by you. We are leading construction contractors
and dealers in construction materials in this area. The demand for aluminum fittings is steadily increasing
in this part and we have a large number of enquiries and orders too, for them.
Please send us your catalogue and price list for whole sale purchases. Since our annual requirement in
metal fittings of all kinds exceeds Rs.3 lakh, we would like to Place regular orders with you. Hence, please
quote your most favourable prices and terms.

Thanking you
Yours truly

Sunil
Manager
(example) Calcutta Aluminium Co. Ltd.,
#48, Park Lane
Calcutta
24th Dec 2008
The Manager
Motawala Constructions
# 5, Bunk Road, Bangalore
Dear Sir,
Sub: Your Enquiry letter dated 20th Dec2008
We thank you for your enquiry and are glad to know that you are impressed by our advertisement. You will
be happy to know that our Aluminium Fittings are approved by ISI.
The enclosed catalogue will give you all the necessary details about the Alunimium screws and fittings,
plates etc., that you might be needing. You will find the prices, (F.O.R) any p[lace in India very competitive.
In view of large orders, you will get a special trade discount of 5% on all the orders and an additional 5%
on all orders Exceeding Rs.20,000/-.

The catalogue and price list will describe our products to you to your entire satisfaction.
However, if you need further details or assistance in meeting your customer’s special
Requirements, you should feel free to write to us.

Thank you
Yours truly

Manager
Encl: 1. Catalogue, 2. price list
REPLIES

Replies usually contains prices, quotations and other terms of sale like- discount, credit, delivery .
2Do’s for drafting a reply letter:
Refer back to the date/number of enquiry letter
Thank the party for the interest shown
Answer the queries in a clear cheerful tone
Highlight upon relevant information, terms & conditions
State clearly:- prices, terms & conditions, time required to execute the orders, place and
mode of delivery, discounts, etc.
Show interest in serving/helping the customer.
ORDERS & EXECUTION/ACCEPTANCE
Offers are made by the seller, and orders are placed by the buyers are accepted by the seller
Orders must be brief & clear, Complete & accurate, correctly understood & promptly executed.
Do’s for drafting a order letter:
Thank the seller for the quotation
Give specifications of the goods
Give shipment / forwarding address
Clearly state manner of payment
EXECUTION OF ORDERS
Orders can be executed in
Full
Partial
Receipt of every order must be promptly acknowledged
Acknowledge of order is legal acceptance

Execution in full
Thank the party
Specify the time by when the goods can be dispatched
Refer to prompt payment
Mention mode of dispatch
Maintain a personal tone
Partial execution

Thank the party

Mention the goods you are supplying immediately
Substantiate with reasons your inability to supply full order
Give probable dates by which balance order will be executed
Send reminders to receive confirmation
(example) HIREMATH BROTHERS
Stockists in hardware & Dealers in Paints
36/3 Maruti Galli,
Belgaum

26 March 2008
The sales Manager
National Paints Ltd.,
Mumbai
Dear Sir,
Sub: Purchase order
Thank you for your quotation and the price list. We are glad to place our first order with you for the
following:
1. 3.
2. 4
Since the above goods are required to replenish our stock, we request you to
dispatch by passenger train carriage forward to Belgaum. We will arrange for taking
delivery of the goods at our end.
Pleas send the DC and the invoice at 7.5% discount.

Thanking you
Yours truly

Manager
Hiremath Brothers
Belgaum

Encl: Order form no. 1657

(example) The National Paints Ltd.,

65/4 Industrial estate
Mumbai
2nd April 2008
Manager
Hiremath Brothers
Belgaum
Dar Sir,
Sub: Acceptance of Order form no. 1657
You will be glad to know that your order vide Order form no. 1657 dated
26 March 2008 has been promptly filled in. the tins ordered by you have been
Dispatched and you should be receiving them in about four days. Your customers
will be pleased with the excellent quality of our paint products.

If you wish to have any further information, just write to our representative,
Mr. K.Bhandari, 24/5 Khanapur Road, Belgaum. He will be glad to serve you in
any matter relating to paints,

Thanking you,
Yours truly
Sales Manager
(example) The National Paints td.,
65/4 Industrial estate
Mumbai

2nd April 2008

Manager
Hiremath Brothers
Belgaum
Dear Sir,
Sub: Acceptance of Order form no. 1657
Thank you for placing order of paints with us, however we would like to clarify certain points reg. the
following:
1.Please clarify the shade of blue, yellow, beige you want to place order
2. The price will vary according to the shade, because for some colors, mix base are complex in nature.
Therefore we request you to clearly specify which colors you prefer. For your guidance we are enclosing
the catalogue along with their price list.
Please send us an amended order form with the above clarifications.
Help Us to Help You

Thanking you,
Yours truly

Sales Manager
Encl: 1. Catalogue, 2. price list

(example) The National Paints td.,

65/4 Industrial estate
Mumbai

2nd April 2008

Manager
Hiremath Brothers
Belgaum
Dear Sir,
Sub: Order form no. 1657
We have received your order of 26th March 2008 worth Rs.45,000/- Though we very much desire to do
business with you, we fear we cannot entertain your present order as your account has been overdue for 3
months.
We want to reiterate that we have full faith in your creditworthiness. But your account overdue of
Rs.15,000/- is more than the credit time as per our previous deal finalized. Your order will be passed on to
the dispatch department to keep the goods ready for prompt delivery. In the meantime, please arrange for
the settlement of the overdue amount.
Please be sure that we are always glad to serve you but are waiting for remittance.

Thanking you,
Yours truly

Sales Manager
CIRCULAR LETTERS
Letters written when businessman has to circulate same message to a large number of customers &
suppliers
Objectives are:
To gain publicity
To create interest / attention with reference to contents
To impress the reader
To gain the reader’s confidence
Circular letters are sent in the following situations:
Opening of a shop / outlet / expansion
Change of address
Launching of new product
Clearance sale / price reduction
Acquiring of agency
Admission of a new partner
Retirement / death of partner
Change in constitution of firm
Circular letter should be:
Written style & in an appropriate tone
use ‘YOU’ attitude
Use catchy words & sentences, colors etc
Create expression of facts and details along with impression
(example) WANTON INDIA Ltd.
Water Treatment Division
Ferguson College Road, Pune
Dear Friend
Owing to continued expansion of our activities, we have outgrown our existing office premises at the
Wanton Factory in Chinchwad and have moved to a larger office at the following address in Pune:
1216/7, Shivaji Nagar
Ferguson College Road,
Pune 411004
Tel: 589704, 526998

The move is part of our expansion and diversification policy, and integration programme with our
Associate company, Tulsi Fine Chemical Industries Pvt. Ltd., (Technical Collaborators: Ionic Chemical
Company, a Division of Sybron Corporation, USA)

We are committed to offering our clients the very best in water treatment and ion exchange technology,
backed with the best service possible.

Thanking you
Yours Sincerely
(Or)
Warm regards
(example) HIREMATH BROTHERS
Distributors in hardware
36/3, MG Road
Bangalore 1
Dear Customer

As an active partner Mr. Sukumar Sen of our firm has been quite familiar to a large number of our
customers. Mr. Sen has been working with us for the last 15 years. His keen interest in the business work
and his relation with YOU made him quite popular and helped in the expansion of our business, so we are
now on the leading distributors in Hardware components in this area.
In the recent past he has been keeping indifferent health and is advised by his family doctor to take
complete rest. We feel sorry to part with him but wish him a peaceful life in his retirement period.
As you are aware, during the continued absence of Mr. Sen his entire work was looked after by his son Mr.
Nakul Sen, who has been working with us as Area Manager in our Mysore branch. His presence at our Head
Office will certainly fill most appropriately the vacancy created by his father.
The firm will continue to do business in the same old name.
We are confident that you will continue extending us your patronage.

Thanking you
Yours Truly

COMPLAINTS & ADJUSTMENTS

From the time of placing an order is accepted & executed, until the time the customer receives the
goods, there is every possibility of committing inadverted mistakes by anyone.
Mistakes that can give rise to complaints are:
Incomplete / defective orders
Wrong directions during dispatch
Mistakes by a/c dept. when preparing invoice
Presence of manufacturing defect
Carelessness:- goods of low / wrong quality, size, brand, color etc.
While drafting complaint letter:
State the complaint in a calm, courteous and polite manner
Claim has to be specific, identify where fault has occurred & justify with all relevant
information
Explain the extent of damage caused to you in terms of money, sales, service, goodwill etc
Definite requests have to be made so that the problem is attended to immediately.
A customer is entitled to an explanation irrespective of whether he has a real complaint or
an imagined complaint.
WHEN THE CUSTOMER IS RIGHT
Frankly admit the fault without making unconvincing excuses / explanations
Do not give unnecessary details
make necessary changes and corrections
WHEN THE CUSTOMER IS WRONG
Do not react violently, when the customer is unfair, unreasonable
Gradually make him realize the situation from your angle
If the customer can be accommodated do it gracefully, if not tell him politely
WHEN THE CARRIER IS AT FAULT
Emphasize for the inconvenience caused, thank the customer for bringing it to your notice
State what adjustments have to be made
Tell customer about how damaged goods will be dealt with
Assure customer that such mistakes will not be repeated in future.
(example) WENNER & CO
65/4 Industrial estate
Mumbai
June 12th 2008
Manager
Hiremath Brothers
Belgaum
Dear Sir,
Sub: Non delivery of our order No:H-75

On May 2nd 2008 we placed our order No:H-75 with you for six dozen No.7AX 16 gauge, steel plates.
When your representative visited us towards the end of May he assured us of Delivery Within 3 weeks, but
it has been more than 6 weeks since we have ordered these goods and we have received neither the
shipment nor any intimation about it. All the plates ordered are required by a customer to complete
a shipment of furniture to Raichur, your delay is causing a great financial loss to him and a considerable
loss to us.

Please expedite the dispatch of goods ensuring that we receive them not later than Saturday, July 17 th
2008.

Thanking you,
Yours truly

Sales Manager
(example) HIREMATH BROTHERS
Stockists in Steel
36/3 Maruti Galli, Belgaum
July 14th 2008
Sales Manager
WENNER & CO
65/4 Industrial estate
Mumbai
Dear Sir
Sub: Your letter dated 12th July 2008.
We regret that you have taken the trouble of writing to us. Your letter of 12 July 2008, must have crossed
with ours (No.4K-2123 of 11th July2008) advising us on the dispatch of goods.
Owing to a lightning strike in the factory, the production was held up for four days. With a large number of
orders in hand, coupled with unexpected suspension of production, it was inevitable that we failed in our
delivery schedule.
We are extremely sorry about this delay, which has caused inconvenience to you and your customer. We
hope you realize that it was due to circumstances beyond our control.

Thanking you,
Yours truly

Manager.
COLLECTION LETTERS
The purpose of collection letters is to collect the dues promptly & also retain the customers
Main aim is to collect the dues promptly with minimum incidental expenses.
Use positive, optimistic tone
Use YOU attitude
Use friendly, informal tone
Do not use blunt offensive language however tactfully use friendly and firm tone
Stages in collection correspondence:
Sending statement of account
Reminder stage
Enquiry & Discussion
Appeal & Urgency
Demand & warning
(example)

LIGHT & MUSIC STORE

Park Avenue
Bangalore
28th Oct, 2008

Dear Sir,

We just want to remind you that our Oct 19 th 2008 statement of your account for the under mentioned
invoice has escaped your attention.

Date of invoice: 23 July 2008, Invoice no: DK/76

08 Aug 2008, KS/56
Total Amount Due: Rs. 15,000/-
Due date: 20th Oct 2008.

We have enclosed duplicates of each of the invoices to help you verify your records. If you wish any
further services, just drop a letter.

Thanking you
Yours truly

Encl: two duplicate invoices

SALES LETTER
Immediate objective is to promote publicity of product/service/idea
Low cost and wider area
Sales letter does the work of a salesman to the prospect
Maintains goodwill among customers
Functions of a sales letter:
Attracting attention
Arousing interest
Educating and convincing
Stimulating sales
Securing action
 Hints for drafting sales letter:
Begin letter in a striking manner to arouse the reader’s curiosity
Give vivid description/explanation of the product/service/idea
Make an appeal to the reader by telling him how the article benefits him
Convince the reader by giving evidence, references etc.
Induce the reader to act at once – by offering different types of schemes, offers etc
Close the letter by stimulating the reader to purchase the good/service

(example)APPLICATION LETTER

Date
Mr xxxxxxx
Xxxxx
xxxxx

Dear Sir/Madam ,

Sub:
I am applying for a suitable position in your organization in the area of Human Resource
Management preferably in Recruitment and training and development which would fit very well with
my education, experience, and career interest
To briefly introduce myself, I have graduated from JKSHIM with an MBA degree in HRM. My studies
have included courses in OR, Statistics, Business Law, computer science, MIS, speech communications,
and busiess writing and various advance courses in HRM I understand the position would require a
candidate who is team- and detail-oriented, works well under pressure, and is able to deal with people
in departments throughout the firm. These are the skills I developed both in my course work and in my
recent internship and projects at Printers Mysore ,the times of India, KBL, Bangalore

I assure you my course and project experience and my background and goals will match your
requirements well.

I am confident that I can perform the job effectively, and I am excited about the idea of working for a
dynamic, nationally recognized firm like yours.

If you would like to schedule an interview or otherwise discuss my interest in this position, please call me
at 09448549422/0135- 2629736 . I will be available at your convenience.

Thank you

Yours Sincerely,

Encl: Resume
WRITING MEMOS
Written to persons within the Office/organization to communicate routine matters.
Receiver is known personally
Less formal
No salutation
No greetings
No signature
Memo( short for MEMORANDUM) means a note to assist the memory
Used for internal communication, never sent outside the organization
Between officers of the same level
Can also be used to:
To issue instructions
To communicate changes in policies
Give/seek suggestions
Confirm on decisions
Granting/ withholding permission
Explanation on conduct.
How to write a Memo
Straight with the subject
Short
Give necessary and sufficient information
Explain the causes of problems/reasons
Clear ,specific, concrete.
You Attitude
feedback/suggestions
Uses of Memorandum
To provide information
Issue instruction
Convey a policy decision
To offer suggestions
Record/report an agreement.
Return record of business decisions, policies, institutions
 Writing Business Reports

It is a communication from someone who has information to someone who wants the
information
It is a basic management tool used for decision making
Reports can be:
Oral
written
The Purpose of Reports
To monitor and control operations
To make sound decisions and find effective solutions
To provide a formal, verifiable link between people, places, and times
To serve as permanent records
To solve immediate problems
To provide complete, accurate, objective information
To implement policies and procedures
Characteristics of a good report
Precise & brief
Accuracy of facts
Relevant to the situation
Reader orientation
Objectivity
Simple and understandable language
Clarity
Brevity
Grammatical accuracy
Classifying Reports
Reports are commonly classified by these factors:
Source–who initiates it?
Frequency—how often is it generated?
Destination—where is it being sent?
A report’s medium, format, style, and organization are dictated by its classification.
Types of Business Reports
On the basis of legal formalities:
Formal
Informal
Based on frequency:
Periodic / routine
Specialized
On the basis of function:
Informative
Interpretative
Basis of nature of subject dealt with:
Problem determination report
Fact finding report
Technical report
 Performance report
Basis of number of persons entrusted with:
Reports by individuals
Reports by committees

Informational Reports

Analytical Reports

Ways of Organizing a report

Letter form
Memorandum form
Letter text combination form
Report Structure
short Report:
Also called informal report
Suitable for solving small problems
Consists of title page, introduction, findings and conclusion
Commonly used report form in business
Mainly working reports that are vital for organizational communication
Long Report:
Structure is long, formal, and based on the needs of the users, customers.
Parts of a long report:
Title fly
Title page
Letter of authorization
Letter of transmittal
Table of contents, table of illustrations
Executive summary
Report proper
Recommendations/ suggestions
Conclusion
Appendix / Bibliography
Special Reports
Staff Reports: details reg. staff- training, performance etc.
Progress Reports: review of progress made on an activity, details of problems encountered,
future projections.
Audit Report: adheres to std. format verifying account of the inspection conducted.
Technical Report: Highly specialized form, deals with problems and the steps taken for
recommendations.

Classification of Reports:
Justification / Recommendation Reports
Feasibility Reports
Progress & Interim Reports
Investigative Report
Analytical Report
Informative Report
Periodic Report
Situational Report
Justification Reports written by managers justifying or recommending reg. purchasing equipments,
change of procedure, hiring of employee etc.
Informational reports focus on facts and are intended to educate readers
Analytical reports provide data analyses, interpretation, and conclusions. In analytical reports,
information plays a supporting role.
Investigative reports similar to informative reports, gives information for a specific situation, does
not offer recommendations / interpretation.
Feasibility Report analyses the workability of a proposal. Presents the discussion, background
information, benefits, problems, costs and schedule.
Periodic Report keeps management informed of operations and activities, contains details related to
sales volume, customer service calls, a/c payable & personnel data.
Situational Reports covers nonrecurring situations
Progress report gives description and status about ongoing projects to both internal & external
readers